Warranty Policy

Remote Diagnostic:

Not In Nova Scotia? Contact us for remote support, we can provide remote-access system diagnostics with a stable internet connection. We can schedule video or phone chat for direct troubleshooting assistance.

In-Person Diagnostic / Repair:

For local customers, bring the system in, we'll perform diagnostics and initiate repairs to get the system back up and running for you.

Shipped Diagnostic / Repair:

Can't solve the problem remotely? Ship your system in for in-person diagnostic, repair and warranty service support. No service rate will be charged to diagnose the problem. Customer is responsible for any fees or taxes related to shipping the system to us, we handle the service.

After system diagnosis, if we determine a system component is defective or has failed, we will at our discretion provide customers with one of the following options.

Manufacturer Warranty Support:

We coordinate with the component manufacturers to have your defective part sent for repair or replacement service. This service is provided first for remote service requests and specific components wherein Mfr. Service is more time or cost effective for the customer.

Repair/Replace:

If we have a direct replacement available in stock, we will offer it to you free of charge. We strive to provide our customers with the same or similar replacement parts whenever possible. However, due to fluctuations in stock and pricing, we may not always have the exact same part available. If a replacement is not reasonably attainable, we will present our customers with the following options: Manufacturer Warranty Service, comparable replacement parts, or upgrade/downgrade options

Upgrade/Downgrade:

If a suitable replacement is not reasonably available, we offer upgrade or downgrade options. Customers can also request upgrades or downgrades from our available stock. If a customer opts for a part upgrade, they will need to pay the difference in value for the new part. On the other hand, if they choose to downgrade, they will receive a credit for the market value difference.

Our Technical Support:

Astral Computers is here to assist you with phone, email and messaging support when needed. We will also aim to publish support tutorials on our Youtube & Social Media Pages Soon: https://www.youtube.com/@AstralComputers

Remote Diagnostic:

Not In Nova Scotia? Contact us for remote support, we can provide remote-access system diagnostics with a stable internet connection. We can schedule video or phone chat for direct troubleshooting assistance.

In-Person Diagnostic / Repair:

For local customers, bring the system in, we'll perform diagnostics and initiate repairs to get the system back up and running for you.

Shipped Diagnostic / Repair:

Can't solve the problem remotely? Ship your system in for in-person diagnostic, repair and warranty service support. No service rate will be charged to diagnose the problem. Customer is responsible for any fees or taxes related to shipping the system to us, we handle the service.

After system diagnosis, if we determine a system component is defective or has failed, we will work with you to have it replaced under the products remaining manufacturer warranty.

Manufacturer Warranty Support Only:

We coordinate with the component manufacturers to have your defective part sent for repair or replacement service. This service is provided first for remote service requests and specific components wherein Mfr. Service is more time or cost effective for the customer.

Components Without Mfr. Warranty:

Components without warranty will not receive warranty repair/replacement support. In the case of a product failure, we will do our best to solve the issue, keeping costs as low as possible.

Our Technical Support:

Astral Computers is here to assist you with phone, email and messaging support when needed. We will also aim to publish support tutorials on our Youtube & Social Media Pages Soon: https://www.youtube.com/@AstralComputers

RTX 5090 / 5080 / 5070 TI / 5070 - FEB 2025

Due to high-demand and limited availability from manufacturers, we will only be able to provide Manufacturer Warranty support on all RTX 5000 Series Graphics Cards until stock availability improves. We are aiming to update this policy in the future as cards become readily available.

We will maintain our 1-Year Parts & Service Warranty and will assist customers with Direct RMA Service.

RTX 4090 & NVIDIA Workstation Class

Due to their limited availability and price variability, we will not offer direct replacements on NVIDIA RTX 4090 and NVIDIA High-End Workstation Graphics Cards. We will maintain our 1-Year Parts & Service Warranty and will assist customers with NVIDIA Direct RMA Service.

Ownership:

Our warranty terms and services are applicable only to the original owner of the system linked to the product invoice. These warranty services are non-transferable to new owners and exclusively cover the serial numbers listed in the invoice.

Limitations To Our Warranty Offerings:

Please note that the Astral Standard Warranty & Limited/Marketplace Warranty exclude coverage for damages or problems resulting from the following. Depending on the situation, services requested for affected systems may not be covered under our warranty terms and will be quoted at our regular service rates.

• Accidental/physical damages, misuse, negligence, malfunctions caused by abuse.
• Damages related from excessive cigarette or smoke related debris dust.
• Damages related to pest/insect infestation. Your system will be returned as-is.
• Damages caused by overclocking, harmful alterations, modding software or hardware, crypto-mining.
• Damages related to improper use, viruses/malware or data loss are the customers responsibility.
• Damages or issues related to the installation, drivers and use of alternative operating systems, MacOS (Hackintosh), Linux Distros or other operating systems outside of Windows.
• Defects, damages or malfunctions following modification, upgrades, or other service to the system by customer or others.
• Liquid or moisture damages whether accidental or from unexpected catastrophic part failures.
• Environmental damages, water, fire, corrosion, rust, flooding, dirt, lightning, earthquakes or other acts of God, theft, blown fuses, improper use of any electrical source or circuits.
• Damages incurred in return shipping due to improper packaging, or use of inadequate packing materials.
• Hardware or IP-Related Bans in Online Games.

Windows 10 / Windows 11 - Our Supported Operating Systems

Astral Computers builds, tests, and ships systems with Windows 10 and Windows 11. Windows 10 will reach end of support on October 14, 2025. Starting in 2024, unless otherwise requested, our systems will be shipped with Windows 11 installed. This decision aims to prevent issues that can arise from improper updates or upgrades from Windows 10 to Windows 11 via Windows Update. Which can sometimes cause operating system corruption or expose compatibility issues. Additionally, Windows 11 is preferred for modern Intel processors utilizing efficiency cores.

Alternative Operating Systems

Our systems are tested with and designed to run Windows, and therefore, we cannot guarantee perfect operation and compatibility with all Linux distros, ChromeOS, MacOS (Hackintosh), or other alternative operating systems available for download. Hardware, drivers, and software compatibility, as well as data backup and access, can vary greatly depending on the operating system used.

Certain operating systems may be designed for advanced users and require tinkering or additional steps to complete specific tasks. Our ability to troubleshoot specific issues may be limited by the system's functionality, available supported applications, and our expertise with the OS.

Our warranty covers your system parts and our local (NS) or remote diagnostic services to uncover hardware defects or failures when necessary and possible. We aim to provide solutions to solve issues or assist in replacing parts if defective. However, as we do not openly sell or support systems with alternative operating systems, specific issues, problems, or operating system failures resulting from alternative operating systems may not be covered under our warranty policies.

In cases where service is needed for these issues, a service fee may be quoted to complete the necessary work, troubleshooting, and research. In the future, we aim to grow our supported list of operating systems.

Alternative OS Installation Requests:

If a customer would like a specific operating system installed and configured, it would be considered an add-on service. The above terms may apply, and a service charge for the setup time may be included. While we are willing to install different operating systems as a courtesy, our warranty may not fully cover these installations, and we cannot guarantee that they will meet the customer’s exact expectations.

How To Use Warranty Services:

If you're experiencing issues with your desktop system reach out to us by phone, email or messaging. Please provide us with:

• Your name, general contact information, and order number.
• Detailed description of the issue your having.
• Provide photos or video of you replicating the issue.
• List any troubleshooting attempts you've made.

If shipping is required to complete your request we will ask to verify your shipping address and a copy of your original receipt.

Use Our Customer Support Form:

Request Service Outside of Warranty:

If you are encountering problems with your desktop system that is no longer under warranty, don't worry, we are still happy to assist you. You can follow the usual steps for a service inquiry and we will provide you with a quote for the necessary services or suggest other options. Please be aware that during peak times, we may prioritize warranty service requests, and wait times may vary.

Use Our Customer Support Form

Our Service Warranty Terms:

Astral Computers does not offer warranty protections for its remote, residential, or commercial services. We strive to provide our customers with the best possible experience when troubleshooting their issues. However, we cannot guarantee that their issue will never return or that a new issue won't arise with their system in the future. Our aim is to provide efficient and lasting solutions while maintaining a cost-focused approach whenever possible.

Canada Only - For Now:

Astral Computers only provides services and ships within Canada. We do not offer international shipping at this time, but may provide consultations to U.S buyers on a case-by-case basis. Our goal is to extend our services to the United States in the future.

Canadian Territories + Nunavut:

For now, we have decided not to advertise shipping rates for Yukon Territory, Northwest Territories, and Nunavut. Shipping rates and times can vary greatly depending on the specific location. To ensure accurate rates and adequate protection for the long journey from Nova Scotia, we ask customers to contact us directly for shipping information and quotes.

As our business grows, if we receive sufficient inquiries we will aim to provide either real-time or flat-rates for shipping.

Shipping Couriers:

Astral Computers uses a variety of well-known and reputable couriers in Canada these can include and are not limited to: Canada Post, UPS, Fedex, Purolator, CanPar. The chosen shipping courier will vary per the region and item shipped.

P.O Boxes:

Shipping to P.O. Boxes is exclusively handled by Canada Post. If you need to use your P.O. Box for receiving packages, please choose the "P.O. Box - Canada Post" option during checkout. A signature is required, so your parcel will typically be held at your designated post office until it can be signed for.

Shipping Rates:

Shipping rates for desktop systems may vary at any time due to various factors such as the product model, size/weight, graphics card choice, location, and time of year. Our objective is to offer customers with reasonable shipping and handling rates. In the future, we may provide specific fixed rates for individual products. Additionally, we may offer buyers free shipping vouchers at certain times.

Flat Rates:

We offer flat-rate shipping on all desktop systems. Although we are working on implementing real-time shipping rates, the customizable nature of our systems makes this challenging.

Additional Fees:

Astral Computers ships across Canada, aiming to provide accurate shipping rates. Additional costs may apply for rural or peak time shipments. We strive to notify you of fees upfront but may need to contact you regarding unexpectedly high charges.

Shipment Tracking:

After your order is processed, we will prepare it for shipping. Customers are provided with tracking information for their orders. If you do not receive a tracking number for your order please reach out.

Shipping Insurance:

Astral Computers offers shipping insurance through Canada Post and third-party shipping services. Desktop systems come with limited shipping insurance. In the future, we may provide shipping insurance add-ons at checkout.

Custom, Duties, Taxes:

Orders in Canada should not experience additional customs fees, duties or taxes for orders shipped within Canada. Please note any orders, service requests or manufacturer RMA services to the United States or other countries may incur customs, duties and taxable fees. These additional fees are the customer's responsibility.

Title Transfer:

Title to any products You purchase from us and risk of loss or damage to such products during the shipping process shall pass to You upon delivery by us to the carrier for shipment of the product(s) You purchase.

Shipping Delays:

Astral Computers is not responsible for delays in shipping. Your shipment may be delayed at any time by the courier for a variety of factors including, but not limited to: weather, acts of god, routing issues, high volume, holidays and more.

Receiving & Signature:

All order shipments require a customer's signature to release the item upon delivery. If not signed, per the courier's policy, the order will be relocated to the nearest courier depot. Please refer to the courier's policies to see the length of time they will hold your package. The customer is responsible for setting up a new delivery or pickup date with the courier.

Refusal

Customers may not refuse to receive the package from the courier. Any additional fees incurred to return or re-ship the item to the customer will be the buyer's responsibility.

Damage Packaging:

All system orders that are shipped will require a signature upon receipt. If any shipping damage occurs, it is important to document it immediately by taking photos and videos of the item before and while opening it. If there is any damage or defects, please report it within 24 hours of receiving the item to qualify for free-return shipping. You must keep all original packaging material and contents.

If you report any damage after the 24-hour window, we may not be held responsible for it as ownership and liability end with the courier service. However, we will still try our best to assist you with returning and repairing the damaged item. Any costs related to the return, repair, and shipping fees will become the responsibility of the customer.

DOA Returns - Keep Packaging

If you have received your system with damage or defect, please hold onto and reuse and return any original packaging and contents. Please contact us for advisement if your packaging materials have been damaged beyond return.

Warranty Service or Other - Use

If you need to return your order for any warranty, general service, or upgrades, please refer to the following information on how to package it for return shipping.

We recommend that customers keep the desktop tower packaging and instant foam packing material in good condition for some time. If the packaging is still safe to use, it can be used to ship the system back to us. However, if the packaging is no longer safe for shipping, you may need to purchase or find alternative packaging material.

Packaging Example Guide:

1. Inside Your Desktop:
If you need to ship your computer, it is recommended to remove the graphics card and pack it separately. This will make it easier to secure the other components. You can use instant packing foam bags (InstaPak), airbags, foam chunks, or paper to fill the empty spaces and prevent movement during shipping.

2. Outside Your Desktop:
Before packing the desktop, wrap it in a plastic bag to protect it from scratches. If you have the original box, use two foam pieces to secure the system at the top and bottom, or front and back of the case. Then, insert the system into the box. If you don't have the original box, find a box with similar dimensions. Use paper, foam, air pack, or instant foam packaging to fill any voids in the box. If your computer has a glass panel, use foam to protect it.

3. Sealing & Labeling:
Once you have packed the system, seal the box on all sides with tape. Cover any dents or holes in the box with tape as well. Make sure to cover any original shipping labels to avoid confusion. We recommend you apply two matching shipping labels on the box to avoid issues in shipping. If you have taken out the graphics card, please ship it back to us in the original box to avoid damage in shipping. You can apply two separate labels to the graphics card box.

We will be creating a shipping guidelines tutorial on our YouTube channel in the future. If you need more information or assistance, please contact us.

Shipping Labels:

We can help our customers by offering reduced rates for return shipping. We request the customers to pack the item and weigh and measure it to the best of their ability. The shipping courier may also assist in this regard.

If a customer chooses to use their own shipping services, we require them to provide a tracking number, and we strongly recommend requiring signature on delivery. We advise customers to purchase shipping insurance if they have any concerns.

Damaged Returns:

In case a system is returned for any reason and is found to be damaged due to insufficient or negligent packaging, we reserve the right to void the system's warranty either in part or in full. The customer would be held responsible for all costs related to repairs and any future shipping fees.

Depending on the situation and the extent of the damage, if the manufacturer agrees to service or replace the damaged components, we may be able to provide a direct or equivalent replacement option.